Service Supervisor

Service Supervisor Hocon Gas - 2.5 Waterbury, CT Job Details $34 - $38 an hour 1 hour ago Benefits Health savings account AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Tuition reimbursement Paid time off Employee assistance program Vision insurance 401(k) matching Qualifications CDL B Managing technical support teams Staff supervision Hazmat Endorsement Team leadership Employee relationship building X Endorsement Air Brake Endorsement Tanker Endorsement Full Job Description Why This Role Matters When a customer loses heat or fuel service, it's not just inconvenient, it's urgent. In this role, you'll be the person who ensures those moments are handled quickly, safely, and correctly the first time. Your leadership directly impacts customer trust, technician performance, and the reliability of every service we deliver. What Success Looks Like Within your first 90 days, you'll have full ownership of daily dispatch operations, be the go-to escalation point for technicians in the field, and have identified at least 2-3 process improvements that reduce repeat service calls or improve response time. You'll build strong working relationships with technicians and customers while keeping jobs on schedule and service quality high. What You'll Actually Do in Your First 30 Days Learn current dispatch workflows, service scheduling systems, and inventory processes; begin managing a portion of daily scheduling independently Ride along on service calls to understand common issues, technician workflows, and customer expectations Build relationships with technicians and identify where additional support, tools, or training would improve performance Start handling technician questions and basic troubleshooting calls, escalating more complex issues as needed Responsibilities Schedule and coordinate service calls with customers and internal teams to ensure timely completion Dispatch technicians and confirm all required materials and parts are available for each job Diagnose and troubleshoot incoming service issues, supporting technicians remotely or in the field Serve as the primary escalation point for complex or high-priority service calls Provide after-hours technical support on a rotating basis, including weekends and emergencies Identify recurring service issues and implement solutions that prevent repeat failures Train and coach technicians to improve diagnostic accuracy and service quality Ensure all service work follows company policies, safety standards, and regulatory requirements Evaluate technician performance and support ongoing training and development Maintain service quality by effectively coordinating vendors, subcontractors, and inventory resources Must Have 3+ years of hands-on experience in propane, fuel oil, or HVAC service 1+ year of experience leading or supervising technicians (formally or informally) Valid CDL B license with Hazmat, Tanker, and Air Brake endorsements Relevant state licensing (CT G-2, B-2, or S-1) Clean driving record and ability to pass background check and drug screening Nice to Have Experience improving service workflows or reducing repeat service calls Strong troubleshooting and diagnostic skills across multiple fuel systems Experience training or mentoring technicians Familiarity with dispatch or service management software Additional Expectations Participate in an on-call rotation, including nights, weekends, and holidays Represent the company professionally when interacting with customers, vendors, and team members About the Team & Culture We run a hands-on, problem-solving service team where people rely on each other to get the job done right and on time. You'll be trusted to make decisions, supported when things get tough, and surrounded by people who take pride in keeping customers safe and comfortable. Pay & Benefits Pay Rate for this role is $34-38 hourly (depending on experience) We offer a comprehensive benefits program designed to support your physical, financial, and family wellbeing. Eligible employees can customize coverage from: Multiple medical insurance options Dental and voluntary vision coverage Health Savings Account (HSA) Flexible Spending Account (FSA) Employee Assistance Program (EAP) Supplemental Life/AD&D Voluntary Short‑Term Disability 401(k) with company match Tuition reimbursement Propane discounts No‑cost benefits include: Paid holidays and paid time off $50,000 Basic Life/AD&D Long-term disability Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled This job posting does not state or imply that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by their manager Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.